The Challenge Organisations striving to deliver excellence in Customer Service across a Multi-Channel environment rely on employees providing customers with accurate information and handling every query or processing every request in a professional, timely and efficient manner. However, despite a significant and continual investment in Training, Knowledge Management and e-Learning, Customer Service staff often still

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What can you do when despite all the training you can throw at it, all the knowledge management you can muster and all the away-days, intranet sites and e-Learning investments you’ve made, your customer service staff still makes errors in the way they deal with customer queries or complaints? Operating with sophisticated products, services and

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What are the benefits? – Reduced exposure to risk of serious incidents – Identify currently qualified staff regardless of their location – Rapid build and deployment of new teams or workgroups – Visibility of upcoming assessments or licensing requirements – Roll-back capability to evidence competence of any individual at any given time – Reduced time,

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It was recently announced that the Banking Standards Board (BSB), the City body that is tasked with changing the UK banking system for the better, will be quizzing banks about their ethics and culture. All major UK banks including Barclays, HSBC, Lloyds Banking Group, Nationwide, Royal Bank of Scotland, Santander and Standard Chartered are to

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What are the benefits? Typically our clients see benefits in the following areas: – Reduction in serious case incidents – Critical Skills gap analysis – Rapid diagnostic of areas of weakness, risk or concern – Auditable data for improved governance and compliance – Immediate efficiencies in training and development – Informative and insightful dashboard and

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This past week five banks – HSBC, Royal Bank of Scotland, Swiss bank UBS and US banks JP Morgan Chase and Citibank – have been collectively fined £2bn by regulators in the UK and USA for traders’ attempts to manipulate foreign exchange rates. It is also expected Barclays will be fined in a separate investigation

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